We ordered a chest freezer from Home Depot a few weeks ago with delivery expected a few days ago. That date moved out to Friday — no big deal. Prior to placing the order, we chatted with their customer service to verify that home delivery actually meant delivery into the house because there are all sorts of places that are considered “delivered”. And it would suck to get a big chest freezer at the bottom of our driveway and have the company call it delivered. We confirmed, multiple times, that the home delivery service would be able to navigate our narrow driveway and that the item would be delivered into the room of our choosing.
And then the delivery company called today. They only have a 26-foot box truck, so they will deliver the freezer to the bottom of our driveway. Several frustrating calls to Home Depot later — we were hung up on by a very rude agent who just kept telling us that the delivery company is a third party so there’s nothing Home Depot can do about it. And that “delivery” is only to the doorstep. This agent hung up on us. We finally got someone slightly helpful — delivery still means doorstep, and if the third party delivery service only has a 26-foot truck that’s what they have … but this rep was at least pleasant and willing to finish the conversation.
What really bothers me, though, is no one at Home Depot’s customer service seemed interested in knowing that the online chat folks are absolutely telling customers that “home delivery” means into the room of your choosing. Depending on one’s home, this could be a very big difference — like our case where the delivery service wants to leave the box a couple hundred feet down at the bottom of the driveway. We offered to send them the names and chat sessions to ensure agents are getting appropriate training, but nothing. We have, on three separate occasions and speaking with three different agents, been informed that the “home delivery” service means the appliance will be delivered into the room of my choosing — and warned that multiple flights of stairs would be an extra charge.